Distinct or … ExtinctTom Peters Seminar20002000 ASTAWorld Travel CongressLas Vegas26September
N.W.O./Auto Mirror per Gentex: Portal for Wireless, Internet, Navigation, Etc.Cell phones, Voice mail, email, Internet access
Mike Charles. Stanford history prof.Whirlpool fridge.Out of 2% milk.Tap keypad on door. Webvan delivers in hours. Next, he sends his washer an email …Source: Business Week (09.00)
NOW THAT’S B-I-G!“The period 2000-2002 will bring the single greatest change in worldwide economic and business conditions since we came down from the trees.”David Schneider & Grady Means, MetaCapitalism
RR on “Assetless” [J.B.] Sara Lee“The most profitable businesses in the future will act as knowledge brokers, linking insights into what’s available with insights into the customer’s individual needs and preferences.”
Advance ParadigmData on 165,000,000 prescriptions per year; docs and insurers have access to recordsReduces med errors; saves $2.88 per scrip [prescribing errors]; docs save $14,000 per year in review timeRev in ’99: $2B; $477M in ’98Source: Business Week (09.00)
DISTINCT … OR EXTINCT!“If there is nothing very special about your work, no matter how hard you apply yourself, you won’t get noticed and that increasingly means you won’t get paid much, either.” Michael Goldhaber, Wired
Quality Not Enough!“While everything may be better, it is also increasingly the same.”Paul Goldberger on retail, “The Sameness of Things,” The New York Times
“The ‘surplus society’ has a surplus of similar companies, employing similar people, with similar educational backgrounds, working in similar jobs, coming up with similarideas, producing similar things, with similarprices and similar quality.”Kjell Nordstrom and Jonas Ridderstrale,Funky Business
Funky Business: “To succeed we must stop being so **!#*+%! normal. In a winner-takes-all world,normal = nothing.”
Tomorrow Today: Cisco!90% of $20B (=$50M/day)Savings in service and support from customerself-management:$550M
Tomorrow Today: Cisco!90% of $20B; save $550MC.Sat e >> C.Sat HCustomer Engineer Chat Rooms/CollaborativeDesign ($1B “free” consulting) (45,000 customer problems a week solved via customer collaboration)
Welcome toD.I.Y. Nation!“Changes in business processes will emphasize self service. Your costs as a business go down and perceived service goes up because customers are conducting it themselves.” Ray Lane, Oracle
Anne Busquet/ American ExpressNot: “Age of the Internet”Is: “Age of Customer Control”
I Can Immediately …Shop for $1,000,000 homes or $1.95 office supplies, at best price and with best advisorsManage all my financial dealingsWork with my doc, or world’s best medical experts, or humble support groups, on any health issueRecruit talent to help me with any projectDevelop professional docs collaboratively, with anyoneShare my ideas with the worldChat with anyone, anywhereResearch anythingTake a course on any topic, from cooking to softwareStay in touch with my 90 year old momPlay a gajillion games to while away the time
“The Web enables total transparency. People with access to relevant information are beginning to challenge any type of authority. The stupid, loyal and humble customer, employee, patient or citizen is dead.”Kjell Nordstrom and Jonas Ridderstrale, Funky Business
“The moral is that in an imperfect world of customer service, most customers prefer to cut to the chase and help themselves.”Adrian Slywotzky & David Morrison, Mercer Consulting
SWASimple!!!!!!!!!!!!(customers call because the process is so easy they can’t believe they’re done)30% of revenues directly from site(vs. 6% for others)Source: Business Week (09.00)
Progressive“We don’t sell insurance anymore.We sell speed.”– Peter LewisDigital cameras, wireless Net links, etc.:SOME CLAIMS PAID WITHIN 20 MINUTES!Source: Business Week (09.00)
Shop in your UnderwearSource: SM’d logo for www.ae.comae = American Eagle Outfitters
“It” is real! It is “Life and Death”!Dream BIG!Start Now! Study Hard! Play Hard! Play Fast! Go on Offense!Hire great folks! (They ain’t cheap. They are young!)Don’t cut corners on infrastructure!Rem: “Age of the Never Satisfied Customer”!We ain’t seen nothin’ yet!
B2B1999 – 2004: 50X2004: $7.4 TrillionSource: GartnerGroup (per Reuters 1-26-00)
“Net Nips Real Estate Sales Fees”Headline,p.1B, USAToday 07.05.00**Homebytes.com, eHomes.com, YourHomeDirect.com, etc.
Message: Racing up the V.A. Ladder. Doing More & More … & More & More & More … for/with the Customer and the Supply-Demand Chain!
09.11.2000: HP bids $18,000,000,000for PricewaterhouseCoopersConsulting bus!(31,000 bods)
“We want to be the air traffic controllers of electrons.”Bob Nardelli, GE Power Systems
Can you ignore, dismiss, and mainly grouse about air travel & hotels for the likes of me????
“Experiences are as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage
“The [Starbucks] Fix” Is on …“We have identified a ‘third place.’ And I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.”Nancy Orsolini, District Manager
Experience: “Rebel Lifestyle!”“What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him.”Harley exec, quoted in Results-based Leadership
“Car designers need to create astory. Every car provides an opportunity to create anadventure. …“The Prowler makes yousmile. Why? Because it’s focused. It has aplot, a reason for being, apassion.”Freeman Thomas, co-designer VW Beetle; designer Audi TT
Hmmmm(?): “Only” Words …StoryAdventureSmile FocusPlotPassion
PlotWilliams Sonoma = 6 [was 10]Crate & Barrel = 8Sharper Image = 9+Smith & Hawken = 8+Vermont Country Store = 8+Garnet Hill = 9L.L. Bean = 5 [was 9+]Land’s End = 7+Colonial Williamsburg = ?